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Customer

Meeting Customers Expectations

We help our clients achieve successful outcomes by focussing on customer expectations and your employee experience. Our approach ensures that customer expectations are met, organisational improvements are delivered and performance improved.

Customer Insight and Analysis

End-to-End Customer Journey Mapping

Customer Experience Strategy

Customer Experience Improvement

Helping customers achieve their potential

Engage

We engage with your customers to gather insights to help identify the ‘gap’ between the customer experience and their expectations. Our customer journey mapping process helps to identify areas for improvements. We can review the brand awareness and positioning and develop a customer insights report to clarify customer perceptions on the business.

Energise

We use customer insights to energise people across the business to focus on improving customer experience. We identify and implement quick wins, creating 4 day, 4 week and 4-month service improvement plans. We can undertake a market analysis and review of products and services, to support marketing strategy and sales planning.

Embed

We develop continuous improvement plans to embed the changes made to the customer experience. This includes reviewing the alignment of all key systems and processes with customer needs and recommending re-alignment where necessary, as well as developing appropriate, customer-focused measurement systems.

Evaluate

Throughout the Engage, Energise and Embed phases we assess current performance, agree future measures of success, measure individual initiatives, introduce review, feedback and improvement mechanisms and develop ongoing measurement and monitoring systems.

Success stories

Quantified drivers of customer satisfaction

Customer journey improved and complaints reduced by 75%

Hospital acquired infections reduced to zero for 18 months

Customer satisfaction increased by 10%